Summary
This position is responsible for the supervision of the Customer Care Service Center and the coaching and development of the staff to ensure that customer service is maintained at the highest level and in accordance with established company and departmental KPIs.
Visa Sponsorship Available
No
Minimum Requirements
Combination of Education and Experience will be considered. Must be authorized to work in the US as defined by the Immigration Act of 1986. Must pass a Criminal Background Check.
Education: High School Diploma/GED
Years of Experience: Minimum two (2) years of customer service call or service center experience in a supervisory/managerial role (written and verbal correspondence roles combined preferred but not required).
Valid/Unexpired Passport Book: No
Valid/Unexpired Driver's License: No
Preferred Requirements
•Bachelor's Degree preferred and/or equivalent work experience.
•Must be proficient in the use of computers and the associated programs utilized (MS Word, Excel, PPT, MS Outlook and telephony systems a plus).
•Must have the availability/flexibility to work any hours and any days including evenings, weekends, and holidays.
•Work with a diverse staff and various key roles in other departments.
•Able to audit and identify service/sales trends for overall system improvements.
•Strong organizational and time management skills to ensure staff receives scorecards, 1:1 coaching and positive feedback in a timely manner.
•Successful execution of behavioral coaching to achieve CSSR goals.
•Ability to handle conflict management with ease and comfort while establishing rapport and achieving results.
•Able to identify opportunities for improvements and proactively problem solve while engaging colleagues and staff involvement for buy in.
•Ability to consistently maintain confidentiality of sensitive information.
•Ability to listen effectively and respond clearly.
•Open to feedback for his/her own performance improvement.
•Display strong leadership and able to make sound, strategical, consistent decisions as needed under pressure.
•Team player who supports, motivates and promotes his/her team, demonstrating a strong work ethic and maintains a positive professional attitude and role model at all times.
•Ability to work special projects for further growth & development.
•Open to recurrent & new hire training and completes all company required training upon request by due date.
•Promotes safety, PCI compliance, emergency procedures and downtime programs.
•Some knowledge of basic IVR/Call Flow routing and administration.
Job Duties
•Supervises a team (1-22) in a high volume service inbound & outbound call center.
•Reconciles time and attendance with accurate, timely payroll processing and manages OT against forecasted budget goals while working together with Work Force Mgmt. team.
•Monitors/administers LOA leaves, schedule adjustments, PTO requests with WFM, Performance Improvement plans (PIPs), development plans and staff corrective actions when applicable for performance and/or policy violations.
•Completes Red Zone (attrition) reports, supports rewards & recognition programs and completes two hours of phone time per month as outlined in the supervisor scorecard.
•Ensures assigned team understands the performance standards of the department/company by providing behavioral coaching along with the completion of monthly 1:1s and delivery of the CSSR scorecard.
•Participates in the Quality Assurance (QA) program ensuring KPI of 90% is met by assisting with monitoring his/her assigned CSSRs and attending calibrations as requested.
•Interacts with AWMC card holder customers to remediate escalated issues when requested.
•Performs the duties of the CSSR, lead, specialist when business demands.
•Handles customer escalation calls and customer complaints as needed.
•Oversees and approves disbursement of points and/or compensation during service disruptions and/or infractions by adhering to the established departmental comp/empowerment policies.
•Ensures direct reports understand and apply all company (CELT) customer service standards to their daily responsibilities as appropriate.
•Assists with hiring, training initiatives, huddles, calibrations; fosters mentor/growth & development programs.
•Audits and manages to monthly productivity, refunds, vouchers, QA and incentive reports understanding the metrics and goals established for the department and company.
•Performs other related duties and company initiatives as business needs require at request and direction of management.
•Ensure any direct reports understand and apply our Customer Commitment and customer service standards to their daily responsibilities as appropriate.
•Model Allegiant’s customer service standards in personal actions and when providing leadership direction.
•Other duties as assigned.
Physical Requirements
The Physical Demands and Work Environment described here are a representative of those that must be met by a Team Member to successfully perform the essential functions of the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, key board, printer, and phone. May be required to lift, push, pull, or carry up to 20 lbs. May be required to work various shifts/days in a 24-hour situation. Regular attendance is a requirement of the role. Exposure to moderate noise (i.e. business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period of time. Some travel may be a requirement of the role.
Essential Services Provider
Allegiant as a national air carrier is deemed an essential service provider during declared national and state emergencies. Team Members will be required to report to their assigned trip or work location during national and state emergencies unless prohibited by local, state or federal order.
EEO Statement
We welcome all individuals from varied backgrounds and experiences to apply. Our company values the unique perspectives and talents that each person brings to our team.
Equal Opportunity Employer: Disability/Veteran
For more information, see https://allegiantair.jobs
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$49,000 - $60,600 a year
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Full Time Benefits:
Profit Sharing
Medical/Dental/Vision/Life/ Disability Insurance
Medical Travel Reimbursement
Legal, Identity and Pet Insurance
401K with an employer match
Employee Stock Purchase Plan
Employee Assistance Program
Flight Benefits
Paid vacation, holidays, and sick time
Part Time Benefits:
Profit Sharing
Medical Travel Reimbursement
Legal, Identity and Pet Insurance
401K with an employer match
Employee Stock Purchase Plan
Employee Assistance Program
Flight Benefits
Sick time
